Service Delivery Manager

Lenovo (Singapore) Pte Ltd; Singapore; Hybrid; SGD 80,000 - 120,000; Full time

Job summary

A global technology powerhouse in Singapore is seeking a Service Delivery Manager for Hybrid Infrastructure. The successful candidate will oversee end-to-end delivery of IT services across on-prem and cloud platforms, manage vendor relationships, and ensure effective financial oversight of IT operations. Applicants should possess over 7 years in IT Service Management with experience in hybrid cloud environments. This role offers a dynamic workplace and the potential for impactful contributions to IT strategies.

Qualifications

• 7+ years in IT Service Management (ITSM), with at least 3 years in a hybrid cloud environment.
• Familiarity with Networking (VPNs, Direct Connect/ExpressRoute).

Responsibilities

• Lead the end-to-end delivery of IT services across on-premises data centers and cloud platforms.
• Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Manage the lifecycle of physical servers, storage, and networking gear.

Skills

Stake management

Crisis communication

"T-shaped" analytical thinking

Education

ITIL v4 Foundation/Intermediate

AWS Cloud Practitioner or Azure Fundamentals

Tools

VMware/Hyper-V

Nutanix

AWS

Azure

GCP

Job description

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

Description and Requirements

Service Delivery Manager (Hybrid Infrastructure)

Core Objective

To lead the end-to-end delivery of IT services across on-premises data centers and cloud platforms. You will be responsible for maintaining service excellence, managing vendor relationships, overseeing technical migrations, and ensuring that IT infrastructure scales according to business needs while remaining financially optimized.

Key Responsibilities

1. Service Strategy & Operations

• SLA Management: Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for both physical and virtual environments.
• Incident & Problem Management: Act as an escalation point for major incidents. Lead Root Cause Analysis (RCA) sessions to prevent recurrence across hybrid stacks.
• Change Governance: Oversee the Change Advisory Board (CAB) process to ensure that updates to on-prem hardware or cloud configurations do not disrupt business continuity.

2. Hybrid Infrastructure Oversight

• On-Prem Maintenance: Manage the lifecycle of physical servers, storage (SAN/NAS), and networking gear. Oversee data center facilities (cooling, power, racking).
• Cloud Governance: Ensure cloud resources are tagged correctly, security groups are compliant, and "zombie" resources are decommissioned.
• Disaster Recovery (DR): Design and test failover strategies between on-prem sites and the cloud to guarantee a low Recovery Time Objective (RTO).

3. Financial & Vendor Management

• FinOps: Monitor cloud consumption (OpEx) to prevent "bill shock." Implement Reserved Instances or Savings Plans where applicable.
• Asset Management: Track hardware depreciation and maintenance contracts (CapEx).
• Third-Party Oversight: Manage relationships with ISPs, hardware vendors (e.g., Dell, HP), and Cloud Service Providers (CSPs).

4. Continual Service Improvement (CSI)

• Modernization: Identify workloads on-premises that are candidates for "Lift and Shift" or "Refactoring" to the cloud.
• Automation: Promote "Infrastructure as Code" (IaC) to standardize deployments and reduce manual human error.

Required Skills & Qualifications

Experience

7+ years in IT Service Management (ITSM), with at least 3 years in a hybrid cloud environment.

Technical Knowledge

Familiarity with VMware/Hyper-V, Nutanix, AWS/Azure/GCP, and Networking (VPNs, Direct Connect/ExpressRoute).

Certifications

ITIL v4 Foundation/Intermediate (Required), AWS Cloud Practitioner or Azure Fundamentals (Preferred).

Soft Skills

Stake management, crisis communication, and "T-shaped" analytical thinking.